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Software · head to head

NICE CXone vs Five9

NICE CXone logo

NICE CXone

Software

The world's leading cloud contact center

From
$71/month
Rated
-
Full reviewWebsite
Five9 logo

Five9

Software

Intelligent cloud contact center

From
$149/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: NICE CXone listed on UK G-Cloud at £43.50 to £132 per user per month for NICE CXone, via reseller SVL; Five9 a 50 seat minimum applies to the published rates, so the entry cost on the $119 Digital plan is $5,950 a month
  • They diverge on capability: NICE CXone covers Omnichannel routing, Five9 covers Intelligent routing.

Where they differ

Only the attributes on which NICE CXone and Five9 actually diverge.

Attributes where NICE CXone and Five9 differ
AttributeNICE CXoneFive9
Starting price$71/month$149/month
Founded19862001

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Desktop), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in NICE CXone

  • Omnichannel routing
  • AI automation
  • SAP
  • FedRAMP

Only in Five9

  • Intelligent routing
  • Dialer
  • Zendesk
  • GDPR

Both cover

  • ACD
  • IVR
  • WFM
  • Quality management
  • Analytics
  • Salesforce
  • Microsoft Dynamics
  • ServiceNow
  • Oracle
  • SOC2
  • PCI DSS
  • HIPAA
  • Web support
  • Desktop support

What people use each for

The jobs each tool is most often brought in to do.

NICE CXone

  • Enterprise contact centernot Five9
  • Workforce optimizationnot Five9
  • Quality managementnot Five9
  • Customer analyticsnot Five9

Five9

  • Cloud contact centre across voice, chat, email and social messagingnot NICE CXone
  • Routing and managing high volume customer interactionsnot NICE CXone

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

NICE CXone

  • Listed on UK G-Cloud at £43.50 to £132 per user per month for NICE CXone, via reseller SVL

Five9

  • A 50 seat minimum applies to the published rates, so the entry cost on the $119 Digital plan is $5,950 a month
  • Prices are per concurrent user rather than per named agent, which changes what a seat means when shifts overlap
  • Voice is excluded from the Digital plan and requires a quote
  • Usage based charges apply on top of the per seat rate
  • Three of the five tiers publish no price at all

Pricing, plan by plan

NICE CXone

$71/month
  • Digital Agent$71/month
    • Digital channels
    • Basic routing
    • Analytics
  • Voice Agent$94/month
    • Voice
    • IVR
    • Recording
  • Omnichannel Agent$110/month
    • All channels
    • WFO
    • Advanced AI
  • Enterprise$undefined/month
    • Custom
    • Premium support
    • Full suite

Five9

$149/month
  • Core$149/month
    • Inbound/outbound
    • IVR
    • Basic CTI
  • Premium$169/month
    • Core + Chat/email
    • Quality management
  • Optimum$199/month
    • Premium + WFM
    • Proactive chat
  • Ultimate$229/month
    • Full suite
    • Advanced analytics

Which should you pick?

Choose NICE CXone if

  • You need omnichannel routing.
  • You work on Web, Desktop.
  • You also want ai automation.
NICE CXone review

Choose Five9 if

  • You need intelligent routing.
  • You work on Web, Desktop.
  • You also want dialer.
Five9 review

Questions people ask

Is NICE CXone or Five9 better?
Neither clearly leads. NICE CXone starts at $71/month and Five9 at $149/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, NICE CXone or Five9?
NICE CXone starts at $71/month and Five9 at $149/month.
Does NICE CXone or Five9 run on more platforms?
Both run on Web, Desktop, so platform support will not decide this one for you.
What is NICE CXone best used for?
NICE CXone is most often used for enterprise contact center, workforce optimization, quality management, customer analytics. Of those, enterprise contact center and workforce optimization are not what Five9 is typically brought in for.
What can NICE CXone do that Five9 cannot?
NICE CXone covers Omnichannel routing, AI automation, SAP, FedRAMP. Five9 covers Intelligent routing, Dialer, Zendesk, GDPR. Both handle ACD, IVR, WFM, Quality management.
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